Customer Service Manager

Job Application for the post of Senior Customer Service Executive or any suitable role

Shiena R. Manayaga

Senior Customer Service – Burjuman Centre LLC

Mobile Number : +971-**-***-****

Email Address : ***********.********@*****.***

Reports To : Senior Customer Service Executive

CAREER OBJECTIVE

To seek challenging and innovative career in any substantial organization which provides me scope to enhance my knowledge towards my career growth as well as to fortify and officially state the growth of organization.

PROFILE SUMMARY

Senior Customer Service with a hand on Nine years of experience in the Retail, Residential, Commercial, Hotel and Car Park operations and dedicated to establishing rapport with customers, tenants and Mall visitors. Able to work independently with own initiative and as part of Customer Service within Operations team. Proven ability to achieve customer satisfaction and to resolve customer complaints on time. Confident, highly enthusiastic, team player, telephone etiquette, excellent result-oriented skills, maintain high standard of customer service, sincere, and accountable for the customer service operational service deliveries and continual improvements. CORE COMPETENCIES

Call Centre Customer or Tenant Relationship Merchandising

Information Desk Monitoring Customer Satisfaction Communication

Telephone Etiquette Handling Customer Complaints Problem Solving

Supervisory Skills Customer Service Reports Interpersonal Skills

Stores Inventory Sales Team Player

ACHIEVEMENTS

• 100 % customer feedback data collected and assisted line manager to complete analysis.

• 100 % completion of tracking of all customer complaints and analysis done each month.

• Call Centre operated with a maximum of 10 % of Call Drop Rate.

• 100 % utilization of SAP implementation each month to improve call centre operational efficiency.

• Implemented 100 % of the proposed training in each quarter. DAILY MANGEMENT SKILL SET

Skill Description

Empathy • Spend time with customers or visitors who are different than me and to get to know employees on different teams at work.

• To better understand the way Burjuman customers think and feel.

• To approach customers with a role play theory to learn how to delight customer.

Positivity Experienced to replace a negative words or body with the positive ones. Patience • Experienced to understand the addictive nature of anger, irritation and outrage.

• Upgraded my attitude towards discomfort and pain.

• Experienced to Pay attention to when the irritation/pain starts

• Developed to control my self-talk.

Clarity in

Communication

Know-how on to use simple, easy to understand language by any nationality people, from adults to children

Continuous

Improvements

Experienced to measure Customer Service performance with the use of data and facts, compare target versus actual results and interpret the analysis for improvements.

Supervisory Able to supervise the CS team to achieve the call centre results. IT & Software Skills Microsoft Office, Internet, JAVA, Visual Basics, Hotel System (FOLIO), Sybase Power Builder 10.0 and SAP.

Team Work Excellent team player and ability to lead the team by motivation. Presentation Skill Presented the tenants company profile to the CS team. Communication Able to Speak, Read, Write in English languages. Customer Service

Training

Experienced to conduct new employee (first-day) induction program for the customer service staff.

Time Management Punctual and able to complete the tasks on time in a short notice. EXPERIENCE

Senior Customer Service

Burjuman Centre LLC

July 2013–May 2020

Responsibilities:

• Leading a team of Call Centre Agents whilst working as a Customer Service Executive for the Retail, Residential, Hotel and Car Park Operations.

• Communicating efficiently with customers either by telephone, electronically or face to face.

• Responding promptly to customer and/or tenant inquiries.

• Ensuring that the mall customers and tenants including the residential tenants are delighted with the responses we offered on time.

• Liaising with other departments such as Operations, Facilities Management, Housekeeping, QHSE, Security, Marketing and Leasing.

• Ensuring that the complaints raised by the customers or tenants are registered in SAP software system, priority classification is done (eg. Emergency, Urgent and Normal), complaints are correctly assigned to the relevant department staff to take action and expedite the follow up process to close out the complaints, then obtain feedback from the customer to record the customer satisfaction level.

• Assisting Leasing team to update the Customer database at regular planned intervals to have up-to-date customer details like the key contact person name (including assigned nominee), phone numbers, email address, type of business, outlet products, promotional plan, number of stores owned by the outlets, etc.

• Conducting periodical customer satisfaction survey to improve the support services.

• Collecting survey data, analyze and present it to the customer service manager to identify customer needs and concerns.

• Preparing and submitting the regular monthly reports.

• Supervised for Customer suggestion Logbook and assisting them for any issue. Senior Sales Associates

Splash Landmark Group, Dubai, UAE

October 2008 – July 2013

Responsibilities:

• Expressed appreciation and invited customers to return to the store.

• Interacted with customers and retail buyers to follow-up on shipping status and expedited orders.

• Assisted customers with store and product complaints.

• Guaranteed positive customer experiences and resolved all customer complaints, Assist customers in finding out-of-stock items.

• Recommended, selected and helped locate merchandise based on customer needs.

• Regularly sought opportunities to up sell and add on additional merchandise, Communicated all merchandise needs or issues to appropriate supervisors, Stocked and rotated inventory regularly.

• Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.

• Organized the store by returning all merchandise to its proper place

• Trained for store merchandiser and store supervisor position. Assistant Guest Relation Officer

Montebello Villa Hotel, Philippines

February 2008 – October 2008

• Welcomed the guest upon the arrival in the hotel entrance.

• Lead efforts to ensure a positive guest experience through exceptional call handling services.

• Make sure that reservations are taken properly and that any offers are communicated at the time of reservation.

• Coordinated the activities of front desk officers to ensure that they are always available.

• Analyzed customer feedback to ensure delivery of proper customer services.

• Handled complaints by analyzing situations and coming up with viable solutions.

• Responded to the needs of guests needs and anticipate ones that have not been stated.

• Supervised the arrival and departure of important guests and corporate clients.

• Examined activity logbook, assign tasks and ensured that all tasks were carried out according to the hotel’s policies.

• Worked as a ‘Show Room In-charge’ for the walk-in tourist and VIP guest.

• Took telephone calls and handled online bookings. EDUCATIONAL QUALIFICATION

Course Institution

University

/Board

Year of

Completion

Bachelor of Science in

Information Technology

Systems Technology Institute,

Cebu, Philippines.

University

2006

TRAININGS AND CERTIFICATIONS

Helping Hand Award (PEOPLE FIRST Engagement Campaign) awarded by HR Department Saif Al Ghurair Real Estate Group in December 2018

Basic First Aid With CPR & Safe Use conducted by Burjuman Centre LLC ( ACE training & Consulting in 2018

Customer Service Appreciation (Mall Mystery Shopper) awarded by Burjuman Centre LLC in 2014.

Dubai Services Excellent Scheme awarded by SPLASH LANDMARK GROUP in the years 2008 and 2010.

PERSONAL DETAILS

Date of Birth : 21.09.1985

Nationality : Philippines

Passport No. : P5899775A

Passport Validity : 04 – February - 2028

Languages : English and Basic Arabic

Mobile No. : +971-**-***-****

Email Address : ***********.********@*****.***

Current Visa status : Residence Visa

Contract Type : Unlimited

REFERENCES

Ms. Lamiaa Benlamlih Bauchet

HR Director

Al Ghurair Group

DECLARATION

Contact No. +971*********

Mr. Anthony Castillo Arsenio, SM Development Retailer Manager Majid Al Futtaim

Dubai.

Contact No. +971*********

I hereby declare that the information given above is true to the best of my knowledge. Date Signature

Contact this candidate